Empower Help Desk

Cornerstone Capital Bank; Houston (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Cornerstone Home Lending, a division of Cornerstone Capital Bank, seeks an Empower Help Desk specialist to assist end users with Empower-related issues. You will log, track, and resolve technical inquiries, ensuring proper functionality and timely credential setup for users.

The role emphasizes customer service, problem-solving, and collaboration across departments in a fast-paced environment. Knowledge of Empower/ICE support is preferred and experience with Windows and Apple systems is required.

Qualifications

• Associate's degree or technical school preferred in computer science, information systems or equivalent experience.
• Empower/ICE support experience preferred.
• Ability to support Windows and Apple systems.
• Experience using remote control software to troubleshoot Empower issues.
• Strong interpersonal and communication skills; able to work with all levels of the organization.

Responsibilities

• Address end-user calls for Empower-related problems and provide resolution.
• Deliver excellent customer service by communicating progress during issue resolution.
• Credential setup and modifications for Empower System users.
• Research and resolve loan-level issues related inquiries.

Skills

Customer support

Windows support

Apple support

Remote access

Interpersonal skills

Troubleshooting

Task prioritization

Education

Associate's degree or technical studies

Tools

Remote control software

Windows & Apple systems

Job description

Who we are:

Cornerstone Home Lending, a division of Cornerstone Capital Bank, is a unique national home lender with a reputation of amazing service, customer satisfaction, employee retention, and happiness. We employ people who are passionately committed to Cornerstone's Mission, Vision & Core Convictions. Our brand is known for on-time closings - a key core conviction of Cornerstone. We have successfully navigated our company through many industry cycles and changes in regulations.

We honorGodby using our talents to make apositive differencein the lives of our Team Members, Clients, Shareholders, Communities, and the People who provide services to us.

Who we are looking for:

The Empower Help Desk is responsible for assisting end users on a day-to-day basis with Empower related issues. They will utilize the ticketing system and document issues and results in real time. They ensure proper functionality of the software and oversee necessary branch/personal credential set-up and modifications.They possess a positive attitude when working with others and have a helpful spirit when finding solutions. This person is technically savvy, detail oriented and works well in various business and technical settings

Key Responsibilities:

• Addresses customer support calls for Empower related problems, providing call resolution
• Provide excellent customer service to end users by communicating all stages of progress in resolution of the reported problem
• Credential setup and modifications for users in Empower System
• Research, resolve these inquiries related to loan level issues.

What you'll need to be successful:

• Associate's degree/Vocational or Technical School Preferred in computer science, computer information systems or equivalent years of experience
• Empower/ICE support related experience preferred
• Ability to support Windows and Apple systems
• Experience utilizing remote control software to troubleshoot and resolve Empower support issues
• Ability to work within all levels of the organization
• Strong interpersonal and communication skills
• Excellent troubleshooting and problem-solving skills
• Ability to prioritize tasks in a fast-moving environment

What we offer:

Because we recognize and reward hard work, we offer a competitive salary, and a full benefits package.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.